Job Summary:

The IT Support Analyst II role is a key member of the team that delivers a fantastic customer experience to the entire Camillo Companies organization via IT. We help our colleagues serve our home buyers and residents to the best of their ability with a positive approach and empathetic listening; we are the experts in computers, email, MS services like OneDrive and SharePoint, etc so they don’t have to be. This includes receiving, prioritizing, documenting, and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Our IT environment is Microsoft cloud based, so it is designed to scale and deliver a modern, best-in-class experience. Camillo Companies operates with an infinite mindset by empowering our employees to bring this to life through the principles of the 7 Habits of Highly Effective People. What this means to us is that every member of our team is proactive, thinks in terms of win-win, places people first, truly listens, seeks out diverse viewpoints and embraces continuous improvement.

Duties/Responsibilities:

• Active Directory administration and maintenance.
• Create logins for new hires, onboard new team members onto our systems,
• Email and Teams Group Administration Skills
• Responding to queries on the phone, via email, in person, or through remote access.
• Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Follow-up and update customer status and information
• Manage Help Desk tickets in a timely manner
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Training computer users.
• Training other staff on troubleshooting and diagnosing problems.
• Gaining feedback from customers to improve training methods.
• Writing and editing standard operating procedures (SOP’s)
• Running reports and analyzing common complaints and problems.
• Identify and suggest possible improvements to procedures
• Test, maintain, and monitor computer programs and systems, including coordinating the installation of computer programs and systems.
• Works with business units to develop product and process/workflow improvements.
• Other duties as assigned.

Required Skills/Abilities:

• Ability to maintain professionalism and a strong customer-focused demeanor with demanding clientele.

• Excellent time management skills, detail-orientation and ability to multi-task and prioritize work.

• Strong decision-making and problem-solving skills, along with advanced conflict resolution skills.

• Effective communication and interpersonal skills and proficient in English. Must be able to articulate needs and convey information verbally and in writing effectively with employees, customers, supervisors, and co-workers throughout the organization.

• Knowledge of management methods and sound employee relations techniques with an ability to connect to staff, troubleshoot problems and help teams collaborate, as necessary.

• Able to work in an equitable, inclusive, and diverse environment. Camillo Properties is committed to enhancing equity, inclusion, and diversity, including hiring talent from all backgrounds.

• Attends training sessions and utilizes online resources to maintain and update skills and knowledge as necessary to keep current on relevant and new technologies

• Provides analysis and problem-solving, technical assistance and support coordination to staff for computer hardware, software, networking, and applications systems

• Demonstrated proficiency in Microsoft Azure Cloud, Cisco Meraki, MDM, and VDI

Education and Experience:

• Azure Fundamentals Certification preferred

• S or B.A in Information Technology, Computer Sciences, or relevant field

• 2-5 years of experience in an IT Support Analyst role or relevant experience working in an end-user, customer facing role in a trouble-shooting capacity

About Us:

As one of the largest privately held real estate development and construction companies in Texas, The Camillo Family of Companies exists to open doors to greater opportunities for all people. For more than 30 years, the Company has led the way in constructing premier communities featuring affordable homes and residences that maximize style, livability, and functional floorplan designs. Camillo Companies is a vertically integrated operation consisting of four primary entities, including Retail (Legend Homes, Princeton Classic Homes, and Bella Vista Homes), Residences (Camillo Properties), Land Development (Academy Development), and Maintenance (LCI Services). Through these operations, the Camillo Family of Companies has constructed more than 30,000 homes and residences in the Greater Houston, Dallas-Fort Worth, San Antonio, and Bryan-College Station areas, establishing a standard of exceptional customer service and attainability. In 2007, the Company pioneered the single-family build-to-rent business, eventually leading to the 2012 launch of Camillo Properties, which builds, leases, and manages both new and recently constructed single-family homes, townhomes, and multi-family projects. Beginning in 2023, the company plans to expand into new markets in and outside of Texas.

The Camillo Companies value a diverse and inclusive workplace. We strongly encourage women, people of color, LGBTQIA+ individuals, people with disabilities, and veterans to apply. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and team members regardless of race, color, religion, sex, gender identity, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, pregnancy, parental status, military service, or other non-merit factor.

Please note this job description is not designed to cover or contain a comprehensive listing of all responsibilities or duties required. Other assignments, projects, and duties may be required.